Verizon Wireless support to Deployed Military Personnel

I have been deployed to Iraq during the majority of the year. My new wife is experiencing this for the first time and has been doing great. She works for a couple of hospitals and works a lot of night shifts. Recently, she mentioned that she wanted a new phone and I figured since she was doing well with my not being in the same country, I would get a phone for her. That was the easy part, as the phone was delivered as expected.

Excited to get her phone, she wanted to take it to the store so they could activate it for her and then transfer her phone numbers from her old phone. We have had an account with Verizon for over 3 years. She goes to the store looking for assistance and they explain to her that she needs an account security code. She explained that she did not have that, but she did have the original and notarized power of attorney, driver's license and military ID. The salesperson at the McDonough, GA store did not see fit to help her and explained that she would need to call the 800 number. The reasoning for the code was that they were afraid that the phone could be stolen.

As they encouraged her to go and call the 800 number, she naturally felt like she was being accused of doing something wrong. She leaves the store, returns home and then calls to activate the phone from the house. Now, she needs to return to have the contact phone numbers transferred. This is where it gets fun. The salesperson makes a comment that her husband that is 'allegedly' in Iraq somehow got the phone activated for her. Additionally, my wife explained that the Customer Service line explained that they could have done anything she needed with the documentation she had. Unfortunately, the salesperson did not look at the paperwork, nor would she probably understand what she was reading. The Assistant Manger comes out and explains that there is nothing he could do. I guess it is common practice in this store to provide the minimal amount of customer service possible, accuse customers of having stolen phone and then go out of the way to ensure they have to leave and then come back.

If course after hearing this, I called the store today. I wanted them to hear from the husband who is 'allegedly' in Iraq. The Assistant Manager explained that his salesperson was wrong for not letting her use the phone. He did not have an explanation as to why an entry level position would interact with a long-term customer to the point that we would gladly wish to change our service. He offered no apology and continued to explain the internal corporate red tape and procedures. The world is full of people who can give you 100 ways why something can't be done, Verizon Wireless does not have people in the McDonough, GA store that go out of there way to find the 1 way that something can get done. They also asked my wife if she could call me and get the code! If someone explains that they husband is deployed in Iraq, you would figure that they would be willing to take the extra 5 minutes to help. It truly is unfortunate that the representatives at this store do not feel a need to support our soldiers deployed to other countries.

When I asked for the name and phone number of the District Manger, I was provided a hot line phone number to leave a recording. Obviously, I will give them the number to my tactical sat phone and let them try to call. Common sense was not issued to any of the people in this store. Verizon needs to be seriously concerned about the level of customer service being provided.

Are there any other veterans that see something wrong with this? We are all told to get a power of attorney to take care of things like this and then run into the red tape when our families need to do something. If you can't go to a store for support, what other options are there?

Right now, I am getting ready to return to the States. I would like to figure out what provider I need to switch to when I return. I have a company that allows its sales representatives accuse my wife of lying ('allegedly in Iraq'), having a stolen phone and then ensuring she will leave by offering no assistance.

Which company is the best among thieves?

Bryan
Somewhere Allegedly in Iraq! [/b]

speaking as a customer service rep ... as long as the person can verify the account... by what ever means... normally account holders name last 4 of the ssn and phone number/account number ... said caller *should* be able to do anything as long as there are no account instructions (usually placed there by the account holder ...no changes etc...)... being employed by another provider I could give you the company line... come to cingular...but in this case I wont... really there is no difference other than coverage...so if verizon works well for you I would leave it as is...

but you being a military man and a customer at the same time... I would give them another chance... I would lodge a formal complaint with customer care... ensure you are speaking with a supervisor (very important)....make sure you tell them exactly what store (if nobody complains niothing will change) and the bulk of what you posted here appears (to me) to be in a fairly concise timeline.. stress the aggravation and undu and un-necessary stress that your wife was exposed to... the supervisor *should start apologising* almost immediatly... take anything he gives you for free without a contract commitment... then ask for more.. standard practice is to start at about half of what you really can do... I'll let you play the poker game at that point

This is inexcusable. I'm a customer care rep and will get you the name of the district manager in 2 minutes flat. Give me a couple.

Last edited by tampadelphian on Fri Aug 11, 2006 3:02 pm, edited 1 time in total

Andrea Griffin is the regional manager. She can be reached at either andrea.griffin@verizonwireless.com or 770 468 6000. She is physically located in Griffin, Georgia. Get me your name and I'll look your number up in my system and we'll get this taken care of.

I brought up your account and the problem seems to have been solved. Let me give some clarification as to what happened here.

#1. The phone was received in the mail. Inside the box was an envelope stating "read this first". This envelope would have given instructions for your wife to be able to activate the account without even visiting the store.

#2 Guadalupe, the rep with whom your wife spoke, was admittedly not educated in the knowledge that a POA is just as good as having the password. She should have treated her as "the owner" of the account.

#3 Your wife has been added on as "full access customer", giving your wife full access to make any changes, even contractual ones, to the account.

#4 I spoke with Don Mosely, the manager of the store, and he apologized and assured that Guadalupe has been coached on the matter.

I hope this hasn't left a permanently bad taste in your mouth, because as a married man I know that if the wife isn't happy, you aren't happy. I hope that this has been taken care of to your satisfaction.

even better...

be safe...and get home!!

wow... now thats great customer service

good job tampadelphian!

Good job with helping out this customer.

Verizon Wireless support to Deployed Military Personnel

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